Neil Gonzales

EDUCATION University of Perpetual Help – System DALTA 2007 - 2008 Continuation on applied medical science education on a hospital setting for required internship program. San Juan de Dios Educational Foundation Inc. 2004 - 2007 Learned knowledge and skills in laboratory tests used in the detection, diagnosis, prevention, and treatment of diseases. Cavite School of Saint Mark 1987 - 1998 GED and Secondary Education WORK EXPERIENCE NEIL G. GONZALES PROFILE Adaptable and focused employee with a demonstrated track record in operations during 9 years of customer service experience. Diligent in meeting employee, customer and business needs with speed and accuracy. Results-driven Operations personnel desiring a challenging role with the opportunity for growth. Top skills include customer service, conflict management and safety oversight. Excellent decision-making skills with a self-motivated and hardworking nature. CONTACT PHONE: - /- EMAIL:- Lizardbear Tasking Inc. / TaskUs Inc. Team lead March 2016 – May 2019 - Improved team efficiency and productivity by restructuring workflow and managing assignments. - Oversaw workload and consistently achieved productivity targets. - Helped set and manage objectives for quality, productivity and compliance. - Kept team activities in compliance with safety, regulatory and environmental guidelines. - Produced detailed reports outlining performance against benchmarks. - Evaluated performance and policies against metrics. - Adhered to applicable guidelines and requirements, and assisted team in doing same. - Trained, coached and managed 13-person team of back-office BPO professionals. Telstra Powered By Teletech / TELETECH Customer Care Mngt. Chat Support Representative / SME Oct 2013 – Nov 2015 - Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention. - Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention. - Investigated and resolved accounting, service and delivery concerns. - Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge. - Educated customers about billing, payment processing and support policies and procedures. - Provided primary customer support to internal and external customers in fast-paced environment. - Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information. - Responded to customer requests for products, services and company information. - Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for business. Manila International Airport Authority NAIA Terminal 3 Field Operations Specialist / Liaison Officer Sep 2008 –Jan 2012 - Evaluated expected demands, organized maintenance plans and established standards to efficiently handle parts and equipment needs. - Gathered information on field performance, reportable events and material usage in order to analyze changes and produce informative reports. - Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance. - Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping. - Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately. SKILLS Communication 90% Research 93% Techonology Use 90% Resource Management 87% Problem Solving 0.00% 80% 25.00% REFERENCES Emily Rio Diamitas Team Lead / Lizardbear Tasking Inc- Steffin Lend Del Socorro Teammate / Lizardbear Tasking Inc- Marvin Roxas Medical Doctor / Anesthesiologist- /- 50.00% 75.00% 100.00%